Source · Select Committees · Public Accounts Committee
Recommendation 13
13
Accepted
HMPO acknowledged that customer queries were being sent from one office to another to be...
Conclusion
HMPO acknowledged that customer queries were being sent from one office to another to be resolved. HMPO told us that it was establishing a ‘Resolution Hub’ to try and reduce the number of contacts a customer query passes through, and thereby improve the customer experience. We asked HMPO what assurance it could give that the new hub would be able to handle customer complaints. HMPO told us that the Hub would be in place in March 2023, in time for the anticipated 2023 surge in demand for passports, but it would not be “perfectly ready”, as this required changes to HMPO’s systems.22 Keeping track of applications – Weaknesses in management information
Government Response Summary
HM Passport Office has delivered a number of improvements to its reporting mechanisms to address weaknesses, including improvements in the reporting of work across its application systems and workflow management information and analytics.
Government Response
Accepted
HM Government
Accepted
3.1 The government agrees with the Committee’s recommendation. Recommendation implemented 3.2 HM Passport Office has undertaken a thorough assessment of its management information, and in response has delivered a number of improvements to its reporting mechanisms to address weaknesses. 3.3 Developments include improvements in the reporting of work across its application systems, to provide a robust and accurate view of the age of applications. This has resolved the workflow issue experienced at the beginning of 2022, by ensuring the work transferred from the latest Digital Application Processing system, DAP, will join AMS to be processed in the appropriate date order. 3.4 More broadly, it has also improved workflow management information and analytics, which has delivered significantly improved oversight of work in progress, and better enabling the proactive management of its queues.